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| Who should attend: | Staff who may have to face and deal with aggressive or threatening behaviour in the workplace. | |
| Essential Criteria required to attend: |
None. | |
| Delivered by: | Qualified Ikon approved trainers. | |
| Duration: | 6 hours contact | |
| Training Methods: | Classroom based using the principles of adult learning. | |
| Assessment: | This will be continuous for the duration of the course providing personal development in this subject. There will be no formal assessment. | |
| Course Aim: | To provide delegates with the basic knowledge, understanding and skills to deal with potential conflict situations. | |
| Course Objectives: | By the end of the course, delegates should be able to: |
- State a definition of communication
- Explain the process of communication and relevance of each stage
- Explore blocks and problems that can arise from the communication process
- Identify the principals of effective communication
- Differentiate between and apply communication models to resolve conflict
Content
We will aim to conduct the workshop within 6 hours with appropriate comfort breaks. The content of the day will include the following using a variety of methodology following the principles of adult learning and accelerated learning. The length of time given to each module may vary dependant on the competency and previous training received by the delegates.
- Definition and causes of conflict
- Conflict continuum
- Communication process
- Barriers and blocks to communication
- Components of communication
- NVC’s, warning/danger signs and non aggressive postures
- Proxemics
- Listening skills
- Communication models to deal with conflict
We can provide a detailed lesson plan if required.
The overall cost will include the following:
- Attendance list
- Trainer/student agreement
- Hand-out/pre-read
- Risk assessment(if required)
- Evaluation and trainer synopsis
- A certificate for all attending delegates
- Comprehensive professional indemnity/public liability insurance
- All associated training materials
Cost — please contact carl.ballard@ikontraining.co.uk
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